Burned out

[DenisBourque]

I have  Ruckus R320 in a Lennar home that stopped working.  I have taken it down and the socket where the cable plugs in looks burned.  I tried to enter an email to Ruckus and the system says the serial number does not exist.  I have checked and re-entered it three times yet the Ruckus system still rejects it.  How do I get support?

[DenisBourque]

[Imran_ruckus]

Hi @DenisBourque 

Thank you for the response and the update.

As I can see from one of the pictures you shared, the LED lights on the Access Points are powering on.

Please try to factory reset the access point as described in the below guide:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Physical-Factory-Reset-an-Ac...

Please let me know how it goes.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

[DenisBourque]

Should I just ignore the burned part?

[Imran_ruckus]

Hi @DenisBourque 

Thank you for the response.

Since the Access Point is operational, ignore the burned part and proceed with the factory reset.

Please let me know if you need any help during the process.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

[DenisBourque]

The directions do not make sense.  The first step says to disconnect all the access points.  The second step says it is important to leave the one acting as master connected.  Which is it?  Leave all connected or not?  I have two Ruckus units.  The other one is still operating and showing a solid green and a solid yellow light.